I took a vacation with my family to Bangkok at early May and the holidays were great. Unfortunately, the enjoyment was spoiled by an unpleasant event happen at last day in airport.
On 10 May 2014, it is the last day of our holiday and we need to take Thai Airways TG602 back to HK which departure time is 1830. We arrived airport around 1600 and go to frontdesk of Thai Airways check-in. Since my mom unable to move freely, we already booked the wheel chair service when we ordered the tickets. The frontdesk's lady checked the computer system and acknowledged our wheel chair request. She informed us to wait aside for a moment and the staff handled the portering service will be available shortly. Ok, we waited nearby frontdesk until further signal.
However, after around 30 min, nobody contact us about wheel chair issue. During the period of waiting, we found some other passenger check in late than us already acquired the wheel chair's service. So we ask a Thai Airways staff which standing outside the Thai's frontdesk, seems helped the passenger arrange the check-in issue, how long need to wait for the wheel chair's service.
His answer is disappointed and just ask us to wait. He advised he cannot control the subcontractor's arrangement. We asked again why the wheel chair's service not “ First come fist serve” and “ “How long need to wait” ? This guy questioned us and said we have not booked the wheel chair that's why we need to wait. We are very unhappy and explain to him we already booked the wheel chair service when we buy the tickets and the frontdesk's lady already confirmed when we check-in. But this guy seems annoying and just told us to wait and walk away without regret. Before he walked away, we found the name of this guy is “ THA” on his staff badge.
We have no choice to wait there again and a crew with wheel chair to pick my mom around 10 min. later.
We understand the subcontractor's arrangement maybe uncontrol especially at peak hour in airport and we are ok to wait for the requested wheel chair service. However, we complain the poor attitude of that Thai Airways staff and seems he is not trained to tackle the passenger's worry. Even no exact answer to passenger but please try their best to calm down passenger in polite tone. By the way, please do not blame / question the passenger before seeking the truth and he should helped to provide solution asap. Please inform Thai Airways to well educate this staff in order not to damage the reputation of Thai Airways and also Thailand people's image.